caféx live assist and kickstart banking and insurance case studies 2016
TRANSCRIPT
©2016 CaféX Communications | www.cafex.com|[email protected]
Transforming Digital Engagement
September 2016
©2016 CaféX Communications | www.cafex.com|[email protected]
We make Together Happen. Our software makes it simple for companies to transform online customer
engagement and workforce collaboration.
©2016 CaféX Communications | www.cafex.com|[email protected]
Amex video chat in tablet
appEsurance
video claims appraisal
Nationwide Nowremote mortgage
advisor
FACTS
Mobile & Web are the New Face of Business
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Desk.comlive video & co-
browse
Over 90% of users would replace customer channels with a mobile app
Endpoints are changingSoftware-based desktop video conferencing to more than double by 2017
Sources: Gartner, ClickFox, Frost & Sullivan
©2016 CaféX Communications | www.cafex.com|[email protected]
Disconnected journey App context is not correlatedUsers must repeat detailsNo visibility within CC, CRM & IVR
High friction experience App users must switch channelsInstall pluginsDownload software clients
When App Users Need Help from a Live PersonPROBLEM
Office
Contact Center
MobileHome
Customer
Seamless & Pervasive Experiences No Matter which browser, device or app
Customer / Employee
Enabling the Omnichannel Experience
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In the car
©2016 CaféX Communications | www.cafex.com|[email protected]
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We enhance digital experiences with contextual real-time collaboration.
WebRTC SDKs for Mobile &
Web
Supervisor Assist
Live Assist® & Kickstart
Chime for Pervasive Collaboration
©2016 CaféX Communications | www.cafex.com|[email protected] | CONFIDENTIAL
Use CasesOnline Banking & Wealth Management• Cross-sell/up-sell new accounts, onboarding• On-line banking, bill pay set-up, loan servicing• “White glove” service for high net worth clienteleInsurance/Healthcare• Plan research and comparison• Application processing• Coverage verification• Claims processingRetail• Catalog sales• Up-selling/cross-selling• Return authorization
CaféX Communications © 2016 – All Rights Reserved. 7
Source: Strategic Contact
©2016 CaféX Communications | www.cafex.com|[email protected]
Case Studies - Overview
Digital is the primary access channel for most banking customers and starting point for journeys that cross channels
CaféX Communications © 2015 – All Rights Reserved. 9 Source: Mobile Banking & Payments Summit, 2015
4 out of 5 of digital customers need support during key journeys and expect quick access to help
CaféX Communications © 2015 – All Rights Reserved. 10
Source: Forrester
Source: Mobile Banking & Payments Summit, 2015
©2016 CaféX Communications | www.cafex.com|[email protected]
Banking with IVR BypassCustomer presses click-for-care button inside
app or web page
Call is routed to specific agent in call center based
on customer context. Customer is presented with
estimated wait time.
Account information, web page and other context info are
delivered/ “screen popped” to Financial Advisor along with
video call
Use Case
• Seamless omnichannel experience
• Upsell Opportunity• Higher conversion rate• Foster relationship
Impact
Enabling a Genesys Contact Center with Visual (silent) IVR and C2C collaboration
©2016 CaféX Communications | www.cafex.com|[email protected]
Case Study: Click-for-Care allows customers to seamlessly transition from self-service within mobile app to service with phone banker
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TechnologyExperience Design
Data & Business Processes
Execution
• 50% of calls are from mobile phone
• Customers authenticate 2-4 times during transition from self service to live help
• Removes big pain points for customers and team members
• Seamless omnichannel experience
• Authentication status passed to agent’s desktop
• Eliminates need for customers to answer “Out of Wallet” questions for transactions
Source: Mobile Banking & Payments Summit, 2015
©2016 CaféX Communications | www.cafex.com|[email protected]
Omnichannel Collaboration like Click for Care is associated with improved customer engagement compared to traditional calling
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METHODOLOGY: Compares the actual versus predicted outcome for Customers who were in the treatment group and who used Click for Care to connect with a Phone Agent, compared to similar Customers who were in the treatment group but did NOT use Click for Care to connect with a Phone Agent.
Source: Mobile Banking & Payments Summit, 2015
©2016 CaféX Communications | www.cafex.com|[email protected]
Case Study: 2nd Largest US Insurer
©2016 CaféX Communications | www.cafex.com|[email protected]
ChallengeOptimize the insurance claim and repair process for clients involved in automobile accidents
Use Case
Insurance Case Study: Connected Claims
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BenefitClients get cars back 1 week or 25% faster from body shop Body shop connects
to loss adjuster in real-time with mobile
video
As repairer does walk-around, adjuster
captures full resolution digital images remotely
Repairer & adjuster collaborate to
discuss sourcing & finalize settlement
©2016 CaféX Communications | www.cafex.com|[email protected]
Connected Claims Benefits
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Process
1 WEE
K SAVE
DFASTER REPAIR Customers get cars
back1 week or 25% sooner
CSAT
HIGHER RTFReferral scores up for
customers & body shops
Productivity
Cost
MORE EFFICIENT
Higher throughput for body shops &
adjustors
LESS COST & FRAUD
Insurer saves on rental car costs, lower fraud risk
©2016 CaféX Communications | www.cafex.com|[email protected]
Case Study: JurisLink Legal Services
©2016 CaféX Communications | www.cafex.com|[email protected]
Case Study: Attorneys connecting with their clients
“It saved me 5 hours of driving and the travel of the interpreter.”
Kiosk for Inmate
Attorney Conference
Easier to use – no plugins, simple camera setup, web or mobileIncreased case efficiencyImproved safety
ChallengeSimplify & improve access between attorney & inmate.
Benefit$60K/month travel & expenses savings per attorney.
Use Case
©2016 CaféX Communications | www.cafex.com|[email protected]
Additional Case Studies
©2016 CaféX Communications | www.cafex.com|[email protected]
High Net worth Clients
Enable 3K Financial Advisors & 10K High Net Worth Clients with video collaboration from within bank’s iOS app - no plugins or soft-clients
Use Case
• Improve productivity • Speed issue resolution• Foster better partnerships
Impact
Client can initiate a chat through presence indicator of FA and
launch a video call or join other video calls
from within the banking app
Collaborate with other expert peers (n-way video); app-share &
co-browse
FA’s or experts can leverage existing video
devices (no rip and replace)
©2016 CaféX Communications | www.cafex.com|[email protected]
Financial Card Services
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Card member initiates voice or
video call from app
Call is routed based on caller status/profile,
product to agent/concierge
Account info, online activity “screen popped” to agent / concierge with video call
Enabling initial 45K platinum members with video collaboration with CC Agents via tablet App or web portal
Use Case
• Reinforce value of the card• Higher CSAT - 4 pts increase in
NPS• Higher conversion rate + upsell• Stronger client-advisor
relationships• Agents get more human, personal
experience
Impact
©2016 CaféX Communications | www.cafex.com|[email protected]
Video Contact Center
Customer clicks on link to start video support session
Call is routed to contact center with video queuing and video IVR. Customer
navigates and is routed to video agent.
Agent supports customer to resolve support request.
Use Case
Enable • Add visual IVR into web access• Video customer engagement• Utilize current CC infrastructure• Video queuing for upsell
opportunities
Impact
Enable the current Bank contact center with video capabilities utilizing bank’s video endpoints and existing CC
Major Canadian Bank
©2016 CaféX Communications | www.cafex.com|[email protected]
Health Insurance with CallbackSubscriber requests
immediate or scheduled callback from Insurer web
portal or mobile app.
A callback is made from an agent catering to the
subscriber’s specific needs (claims, coverage,
formulary, etc.)
Account information, web page and other context info
are delivered/ “screen popped” to the call center
agent.
Use Case
• Improves subscriber experience through lower wait times.
• Increases agent productivity by providing subscriber identity and call context info.
Impact
Enabling contact center with callback initiated from a web portal or mobile app.
Major US Health Insurance Provider
©2016 CaféX Communications | www.cafex.com|[email protected]
Video Enhanced Quoting Process
Prospective client has provided Agent
with information needed for an
insurance quote
Accelerate Time To Revenue & Improve Client Satisfaction
Agent sends prospect link for
“click to connect” to
virtual meeting to review the
quote proposal
Agent & client engage via video, co-
browse, file share &
annotation
Agent assists customer with e-
signature process. Enhance personal
connection as “trusted advisor”
Agent goes through quote proposal with prospect to
point out value propositions
Large US Insurer